Pizza Hut — Restaurant in Georgina

Disappointing Experience at Keswick Pizza Hut – Poor Service, Incorrect Order, and Unjust Charges

Last week I had an extremely frustrating experience at the Keswick Pizza Hut location.

I used my rewards points to place an order for pasta and breadsticks. However, upon arrival, I was told I owed an extra dollar with no valid explanation—my total inexplicably increased from $1.13 to $2.13 (see attached receipt for proof). Additionally, the store claimed they received "random instructions" to omit the breadsticks, even though I clearly ordered them and not even an option to remove them. When I requested the breadsticks, they refused.

To make matters worse, the Alfredo chicken pasta I received was cold and unappetizing. I don't recommend. I returned to the store to address the issues, and the employee called a manager who was unable to resolve the problem. Instead, I was told to wait until the next morning. Frustrated, I left the food behind and went elsewhere for pizza.

This afternoon, the manager, Alex, called me—not to apologize or make things right, but to express frustration that I had filed a complaint. She claimed her boss (the owner) was upset and demanded I return to the store to "provide proof," as if my complaint wasn’t legitimate. Attached are the receipts and evidence supporting my claims.

At this point, I have no intention of returning to Keswick Pizza Hut. Not only did I lose out on food and rewards points, but the poor handling of this situation has cost you a loyal customer.

I'll update accordingly if owner contacts me. Corporate has been involved and they don't seem to...

Walked in and wasn’t greeted, waited while the take out staff received there orders and still no acknowledgement by the twits at the order desk. Waited ten minutes and during that time I walked out and came back in just to see if I’d be greeted and asked if I could be helped...still nothing. So I decided to approach the two girls at the front making pizza boxes that I was there to pick up my order, only to find that it was ready and sitting in the hot bags behind them. A $75 dollar order and they didn’t even think to ask me when I walked in twice if they could help me!!! I had to approach them, while they had misirable looks on there faces as if I was ruining there day by being there. I don’t think they’re paid and truly feel that they volunteer, that’s the only way I can wrap my head around the service there! Not even a hi when I entered (twice), not even a thank you or a goodbye when I left. I called to complain when I got home, no answer, tried to call back 20 min later and still no answer, what gong show of service displayed...and yes, when I got home the pizza was cold.....! I will call them from work this week and tell them that I’ll go back to Pizzaville for my next business meeting lunches and family dinners! Let’s see how long this level of service lasts from...

I had to edit a previous review to add this, we decided to give this location another chance, we ordered chicken strips which are $12 plus tax for 5, another location we tried they were great, here's a picture of the chicken "strips" we received, this is a scam and a rip off, I submitted a complaint a month ago and nobody has got back to me, we also order the boneless chicken bites and they were twice the size of the strips!, the small "strips" were just breading with no chicken in them! I can't believe they would send this to me. Definitely won't be returning here, and I'll make sure to share this photo everywhere possible.

Have tried this locations many times, and they consistently make mistakes on the orders or forget items.. the most bizzare one recently, we ordered a family pasta meal with breadsticks and a side order of wings. We waited an hour and they only sent the...